Description
As a Contact Center Representative, you will be part of a supportive and dynamic member-focused team. You'll work in a fast-paced environment serving members over the phone, performing routine financial transactions, assisting with digital banking inquiries (mobile and online), and triaging more complex requests to the appropriate teams at First Tech. Contact Center Representative handle basic inquiries and transactions while building foundational skills in communication, efficiency, and product knowledge
Contact Center Representative is designed for individuals beginning their journey in member support. The core Representative career ladder is a three-level progression, beginning with foundational responsibilities focused on basic member interactions and advancing to the most complex and high-value engagements. Your advancement through each level is driven by your performance, behavior, and skill development, unlocking opportunities for promotion and increased compensation.
Primary Responsibilities:
- Successfully complete the new hire training program with a fixed schedule and high attendance expectations.
- Begin interacting with members by Day 3 of training.
- Respond to inbound member calls and perform routine financial transactions, and assist members with digital banking inquiries (mobile and online), and triaging more complex requests to the right teams at First Tech.
- Identify member needs and recommend appropriate First Tech products and services, including referrals to insurance, investments, and mortgage teams.
- Meet or exceed monthly performance goals, including call efficiency, service quality, and sales targets.
- Evaluate member satisfaction during interactions and deescalate or escalate concerns to leadership as appropriate.
- Use available resources and tools to maintain up-to-date knowledge and ensure accurate information is shared with members.
- Collaborate with team members and leadership for issue resolution and continuous learning.
- Demonstrate professionalism, empathy, and a commitment to First Tech's values in every member interaction.
Experience and Education Requirement:
- Minimum Education: High school diploma or equivalent
- 2 years in a customer/member support role (hospitality, retail, or equivalent).
- Successfully complete the Contact Center Representative training, consistently meet key performance indicators (KPIs) and Quality Control expectations, and including demonstrating engagement with digital tools and member self-service support to become eligible to graduate to Contact Center Representative II within the three-level Core Representative career ladder.
- Comfort with performance-based metrics and working in goal-driven environments is required
- Excellent verbal and written communication skills with a focus on empathy and professionalism
- Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
- General comfort and technical competence in Windows environments, with working knowledge of Microsoft Office Suite
- Aptitude for learning a variety of computer systems and using technology to solve member issues
- Demonstrates adaptability and a growth mindset, with a willingness to receive and apply feedback constructively
- Must be comfortable working in fast-paced customer service and sales environment, meeting deadlines without sacrificing member service
- Demonstrated effective time management skills with the ability to work independently and in a collaborative team environment
- Strong critical thinking and decision-making skills with attention to detail
- Certification/License: N/A
Location: Hillsboro Corporate Office - Hillsboro, OR 97124 Target Compensation in Hillsboro, OR: $20.25 plus monthly incentives
Benefits options include:
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
What makes First Tech different? Clickhereto learn more!
First Tech is not currently offering Visa transfer or sponsorship for this position #FT123
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First Tech Federal Credit Union
paid time off, 401(k)
Nov 06, 2025